When a devastating earthquake struck Southeast Asia, a global technology leader stepped up to help. They provided wide-ranging support, from donated technology to volunteers in hard hit areas. Yet despite best intentions, the company identified gaps in coordination and strategy that hindered its response. In some cases, well-meaning efforts had unanticipated outcomes, with potential to impact both people and brand image.
Leadership engaged Point B to stand up a coordinated global disaster response strategy that maximizes impact to people and communities.
A coordinated approach
For international organizations, disaster response requires coordinating resources, employees and partners across teams and geographies. To meet this challenge, we quickly established a cross-functional team and designed a global response plan using an incident management approach. We stood up centralized intake and tracking, making it easier for employees and communities to engage, offer and seek help. A playbook for scenarios – from earthquakes to hurricanes – gave clear guidance on when and how to activate resources.
During a crisis, effectively deploying and tracking resources around the globe is a heavy lift. We developed processes to track and prioritize incident response and match resources to needs, including volunteers and funding. We also deployed risk management and reporting tools to support ongoing process improvements. These steps helped maximize support to impacted communities while managing risk and the company’s duty of care to employees and partners.
In the face of disaster, stakeholders rely on clear and consistent structures to ensure maximum impact. We designed a comprehensive strategy with clear roles, workflows and contingencies for a variety of scenarios. Live drills helped build confidence and flesh out steps in the disaster response playbook. Plus, we worked to ensure strategies were scalable, replicable and flexible.
- Reliable and scalable processes to support disaster-impacted communities.
- A consistent response strategy that improved global goodwill and brand image.
- Systems to track, monitor and prioritize global disaster response efforts.
- Leveraged learnings to develop public sector products and services.